Customer Service Representative

1.

Daily Customer Service:Handle incoming calls and respond to customer inquiries regarding products, prices, and delivery schedules.Follow up on all customer orders from receipt to final delivery.Resolve complaints and issues promptly, escalating complex cases to management when necessary.Communicate with customers via phone and email in both Arabic and English.

2.

Customer Acquisition:Proactively research and identify potential clients in local and international markets.Build and maintain a database of prospective customers.Prepare and present product and company presentations to attract new clients.Conduct regular follow-ups with prospects to ensure conversion into active customers.

3.

Customer Relationship Management:Develop and maintain long-term relationships with existing customers to ensure loyalty.Conduct regular follow-up calls to measure customer satisfaction and improve service delivery.Offer additional solutions (Upselling / Cross-selling) to increase sales revenue.

4.

Reporting and Documentation:Record all customer interactions (inquiries, complaints, orders) in the company’s system.Prepare weekly and monthly reports on customer satisfaction, new acquisitions, and recurring complaints.Provide analytical reports to management on market trends and customer needs.

5.

Internal Coordination:Coordinate with the production team to ensure product availability and on-time delivery.Collaborate with the quality department to address client feedback and product requirements.Work closely with the sales team to support marketing and promotional campaigns.

6.

Administrative Tasks:Update customer databases regularly to ensure accurate information.Follow up on new contracts and agreements, ensuring proper documentation with management.Adhere to company policies and customer service standards at all times.

Bachelor’s degree in Business Administration, Marketing, Commerce, or a related field.7-10 years of experience in customer service or sales, preferably in textiles, fabrics, or related industries.Excellent command of English (spoken and written) to handle international clients.Strong communication, negotiation, and relationship-building skills.Problem-solving and decision-making ability under pressure.Strong organizational and multitasking skills.Proficiency in computer applications (MS Office, CRM/ERP systems